Job description
Job Description:
1. User Support and Problem Solving
- Provide quick responses to users through online chat (Telegram, Discord, customer service system), email, tickets, etc.
- Handle account issues, deposits/withdrawals, API integration, trading anomalies, and other problems.
- Escalate complex issues and ensure timely resolution of user problems.
2. Technical Support
- Assist institutions and quantitative teams in integrating exchange APIs, including REST/WebSocket interfaces, SDK usage, backtesting environments, and Sandbox environments.
- Guide users in troubleshooting technical issues such as API call errors, signature problems, latency issues, and failed fund transfers.
- Document common issues and maintain an internal knowledge base and FAQ, optimizing processes and documentation.
3. Cross-Department Collaboration
- Work closely with R&D, product, risk control, and operations teams to feedback user issues and product improvement suggestions.
- Assist in product testing and feature launches, ensuring new features are user-friendly.
4. Data and Reporting
- Collect user feedback, issue types, and frequency, and regularly produce customer service and technical support reports.
- Propose improvement plans to increase API usage and user satisfaction.
Job Requirements:
1. Basic Skills
- Familiar with the principles of cryptocurrency trading, including spot, perpetual contracts, and leveraged trading.
- Familiar with REST/WebSocket API calls, with experience in API debugging and troubleshooting.
- Familiarity with Python, Go, Node.js, or other scripting languages is preferred.
- Good logical analysis skills, able to quickly identify the root cause of problems.
2. Work Experience
- 1-3 years of experience in customer service or technical support in the internet or financial/cryptocurrency exchange sectors;
- Experience in supporting quantitative institutions or trading APIs is preferred.
3. Communication Skills
- Good written and verbal communication skills in both Chinese and English;
- Ability to efficiently communicate problem-solving solutions with technical teams and users.
Preferred Qualifications (Priority Consideration)
- Familiar with quantitative trading strategies, backtesting frameworks, and trading bot-related tools (such as Freqtrade, Backtrader, OpenQuant, etc.).
- Familiar with Linux, Docker, Kubernetes, or experience in trading system operations and maintenance.
- Experience in community management, able to manage Telegram/Discord groups and handle technical Q&A.
- Possess a certain level of product thinking, able to propose API/product optimization suggestions.